Tag: pastevent
June 22: Improving Warranty Cost Control With Operational Repair Data 3-4pm ET | Business Partner Event
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Solving the Operational Data Gap for Warranty Cost Control
In this free webinar we’ll discuss the benefits and challenges of proactive analysis of warranty claims by “participating” in the repair and diagnosis process. Salim Murr, Strategic Advisor to Atheer, and longtime former Technical Services & Warranties Department Head for BMW will guide the discussion of this human centric strategy for warranty cost control. Core to this strategy is the capture of environmental and technician data collected during the repair process to validate warranty claims and support invoicing.
We will discuss the overall approach, challenges with implementation, technician and dealer adoption, & how this strategy can reduce warranty costs.
Signup below to participate. All attendees will be requested to complete a 6 question survey where the results will be revealed to kick-off the interactive discussion. And as an added bonus Atheer is also throwing in a three (3) month Proof-of-Concept trial for MapConnected Network attendees that participate in survey and join in the discussion!
About the Speaker: Salim Murr joins Atheer as a Strategic Advisor after a decades long career at BMW where he has held department head for technical services and department head of warranties positions. He is an accomplished engineer, with well-honed leadership and business skills. Proven track record motivating cross functional teams to improve product quality and Aftersales process quality and to increase automotive recall completion rates; a specialist in creating greater customer and dealer satisfaction. He has introduced state of the art digital tools in Aftersales, improving technician efficiency and technician retention, as well as workshop productivity and profitability.
Video of some of Atheer’s automotive capabilities
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May 18: Data Collection Collaboration to Support Parts Return Process Members Club Study 11-12:00pm ET
Open to all OEM & TIER 1 Supplier MAPconnected Members! Come prepared to share best practices that help improve collaboration to get to root cause and corrective action sooner in the parts return process.
Potential Discussion Topics:
- Receiving warranty returns:
- Should parts be sent directly to supplier or to OEM first?
- Should suppliers be made aware of each part that is received or wait until 25 parts are received? Does the OEM perform any prescreening of warranty returns before informing supplier parts have been returned?
- What works better for emerging issue identification? First 25 part sample or ongoing part sampling from dealers?
- Initial testing
- What type of bench testing can/should be done at OEM with or without Supplier participation?
- Should supplier make test equipment available to OEM so testing can be done at OEM site?
- Data
- What type of information should be made available from the OEM to OEM AND Supplier at initial testing?
- Warranty claim info
- Vehicle history
- Vehicle build date and location
- r/1000 on this concern
- Is there an open concern on this issue?
- Telematics data
- Diagnostic Trouble Codes (DTCs) found at time of service for electronic componentry and/or engine systems?
- What information should be made available from the Supplier to the OEM and Supplier at initial testing?
- Part build date and location
- Open issues on this concern
- R/1000 on this concern
- Any like issues from other OEMs
- How can we improve the process?
- Where are test results stored?
- Supplier and OEM collaboration within the same system
- Use of photos
- Ability for OEM and Supplier to interact with dealer technician AT THE TIME of vehicle repair for high cost warranty items?
- Discussion on the use of Photos
- Can it replace physical part return or just supplement physical part return
- When will photos work / won’t work
- Should OEMs enable video conferencing for suppliers in other regions to join and see review live?
- What type of information should be made available from the OEM to OEM AND Supplier at initial testing?
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Oct 24: Advanced Edits and Associated Implementation Strategies Workshop | Westin Southfield Detroit, MI
Join us for Pre-Summit Workshop to benchmark these important topics:
This session is designed to be highly interactive. Participants are invited to bring case studies on each of the discussion topics and other special edits that they would like to share where they have previously implemented a similar tool.
For companies who have not yet implemented these tools, they will be able to discuss benefits, savings potential, and implementation strategies without rebuilding your entire warranty system.
Advanced Edits and Associated Implementation Strategies
Round Robin Topics:
- Risk score
- How you can assign a score, like a FICO score to each claim to determine the degree of risk that a particular claim represents
- The risk score is a combination of from the claim as well as from the dealer who submitted the claim
- Cost per repair comparison
- How to implement a strategy where each claim is compared to other claims from other dealers who are doing like repairs on like vehicles
- Feedback provided to dealers using this strategy will help dealer management spot over repair situations and add-on repair situations
- Eliminating variance
- Why does one dealer submit a claim for $300 and another dealer, doing the same repair, submit a claim for $700?
- This type of analysis will help OEMs identify and reduce the number one reason for warranty waste or overspend
- Linking to telematics
- We will discuss how to utilize data obtained directly from the vehicle or from the dealership diagnostic tools to adjudicate claims
- Technician training
- Do you ever feel like you are paying to train your dealerships’ technicians through trial and error with their warranty repair attempts?
- We will discuss how to link your warranty claim payment system to your technician training data base so you are only paying trained technicians to perform warranty work
- Further discussion will revolve around training certifications, training paths, edit deferrals, and differences between individual technician training and shop certification
- Prior approval
- Probably the number one tool for improving quality and reducing warranty expense
- How can you set up an effective prior approval strategy to only look at a claim ONE time and make sure you are only paying what you previously approved
Register now as limited spots remaining! $395 Workshop Cost | 2:00-5:00pm ET
April 13: Understanding State Warranty Reimbursement Laws – A legal perspective 3-4:00pm ET | Business Partner Event
Join us – open to all:
Understanding State Warranty Reimbursement Laws – A legal perspective
Our featured legal business partner, Frost Brown Todd will provide an overview of the recent state imposed new requirements for dealer warranty reimbursements. This is an important overview for any OEMs looking to revisit its warranty reimbursement policies and practices to ensure compliance with emerging state laws.
Their summary will cover some of the most significant amendments addressing a variety of issues including the way in which dealers can establish their retail charges and the time for which dealers can charge in connection with warranty repairs.
These regulations are expanding and Frost Brown Todd will also cover some of the changes in law on the horizon including recall repairs, “stop-sale” repairs, and reimbursement for pre-delivery inspection and other preparation and delivery tasks performed by dealers.
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March 22: Warranty Data Collection for Claims Reporting Club Study 11-12:00pm ET
Open to all OEM & TIER 1 MAPconnected Members! Join us to discuss best in class tools & strategies for:
Register Here
Warranty Data Collection for Claims Reporting
- Do you have an enterprise-wide data storage and retrieval system that supports your warranty claim data?
- In addition to claim data, what other data do you link to the warranty claim?
- Diagnostic session file data (DTCs, PID) | Telematic data | Returned parts | Tech Hotline | CRM data | Other?
- Do you have corporate dashboards?
- Canned reports? What kinds and key metrics?
- Ad hoc reporting capabilities?
- Do you make data available to your dealers via a web portal or warranty dashboard?
- Canned reports? What key metrics?
- Ad hoc reporting capabilities?
- Pictures – If you request and store pictures, how do you link the pictures to the warranty claim?
- When reporting to dealers for your KPIs, what time period do you use?
- One month
- Rolling 3 months
Jan 25: Automated Claims Processing Rules 11:00-12:00pm ET Members Club Study
Join us to discuss: Automated claims processing rules & best in class processes 11:00 – 12:00pm ET. Open to all OEM & TIER 1 MAPconnected Members!
To be discussed:
- What percentage of claims do you manually review versus auto/system review and pay?
- How do you determine, or how does your system determine when a claim should go to manual assessing?
- How does your system determine “outliers”, or high risk claims?
- What is your most effective system rule or edit for helping to control warranty costs and identifying improper claiming?
- Do you utilize any type of a risk score (like a Fico score for credit) for each claim? How?
- Does your system compare each claim/repair to an “average cost per repair” for like vehicles?
- Do you link your claim payment system to session file reports, DTC data, or telematics data for automatic processing? How and in what ways?
- Most systems have “Claim Types”, but do you use repair templates which would auto-populate the claim with the proper bill of materials based on the vehicle?
- What advantages do you offer the dealer for using the appropriate template?
- How do you ensure that the appropriate parts were actually used?
Dec 7: Warranty Training Members Club Study
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On December 7th at 3pm ET we will host a TRAINING-themed discussion requested by CUMMINS, one of MAPconnected’s early adopter companies, who will be represented by Jim Knight, Director – Warranty Functional Excellence.
60-minute Round Robin Topics to include:
- Types of training associated with warranty
- Do you require training and should you before allowing a claim to be submitted?
- Are you linking warranty claim payment to technician training?
- Come prepared to share your Warranty Training Best Practices:
- Newsletter
- Guides
- Help Desk
- Tips & Techniques
- Peer Posts
Don’t miss out on this final year-end club event to come together with your warranty and service lifecycle peers, reflect on the past year and discuss best-in-class training strategies.
Save your spot via the button above – it only takes minutes! Spaces are limited and open to all OEM & Tier Manufacturer Suppliers.
The new year stands before us, like a chapter of a book, waiting to be written. – Melody Beattie
Start preparing already for your first chapter 2022 by taking advantage of the benefits with MAPconnected’s network. Adopter companies will be rewarded with a full year of opportunities like this to discuss challenges and insights directly with peers either in our nearly monthly virtual club studies, messaging forum, business partner events and end of year roundtable. MAPconnected’s Membership guarantees you the knowledge to jump-start new processes in your Warranty lifecycle strategic roadmap to stay one step ahead of the curve. Click to view more information about our Membership benefits.
Register your interest to join in on the insightful discussions and don’t forget your favorite beverage to toast to the new year.
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Vehicle Service & Warranty Lifecycle Roundtable
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We worked with thought leaders to bring you an agenda designed by warranty chain executives that will reduce costs and friction and lead to enhanced product quality, brand loyalty and customer satisfaction.
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MAPconnected’s summit will provide unrivaled industry perspectives through strategic roundtable discussions, valuable peer connections and real-business cases focused on streamlining and strengthening your Warranty Lifecycle Roadmap.
Leading automotive, powersport, bus, truck, construction, and agricultural equipment OEMs, parts and equipment suppliers, their retailers, dealers, distributors, logistics and services providers.
- Warranty / Extended Warranty Chain
- Engineering & Quality
- Customer Care & Service
- Recall
- Technical & Field Services
- Aftersales / Aftermarket
- Supplier Parts Market
- Supply Chain / Supplier Quality
- Dealer Services
- Manufacturing Sites: Quality / Operations
- Service Operations / Fixed Ops
- Marketing / Customer Experience / CX
No, but when you reserve your roundtable ticket this year, we are giving you free membership until the end of 2021!
MAPconnected is a growing network of motor vehicle executives responsible for the design and execution of Warranty, Recall, Aftersales, Quality, Engineering, Technical Services, and Customer Care Management and Support Services.
MAPconnected members benefit from peer-to-peer trusted conversations through coordinated benchmarking events and direct access in the members-only discussion forum 24-7 providing unrivaled industry perspectives, valuable data and rich connections to forge lasting relationships.
- Exclusive online access to the MAPconnected members-only forum
- Quarterly job function and topic specific benchmark events
- MAPconnected engagement tools providing instant feedback to questions and ideas
- Inclusion in facilitated club studies and survey exercises
- Members united at the end-of-year MAPconnected Vehicle Service & Warranty Lifecycle Roundtable
- Customized training and survey design services
- Access to the official MAPconnected Business Resources and Member Directory
Why attend?
- Differentiate your brand by using warranty to build better customer experiences
- Discuss warranty of the future and global trends in a neutral environment
- Increase Aftermarket service revenues and uptake using new tools and techniques for extended warranty, service contracts, claims processing and recalls
- Enable cost competitiveness and simplify warranty processes
- Transform service and support functions to prepare for enhanced quantity and quality across warranty chain lifecycle
- Hear best practices to manage warranty risk management including pro’s and cons of options such as outsourcing, over-the-air updates
- Participate in small industry-specific benchmarking discussions by job function
For more information on additional speakers go to the speakers tab above in main menu.